New record menu items migration from ITSM Agent Workspace to Service Operations Workspace for ITSM

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of New Record Menu Items Migration from ITSM Agent Workspace to Service Operations Workspace for ITSM

    The migration of new record menu items from ITSM Agent Workspace to Service Operations Workspace for ITSM involves the careful identification of necessary tables, selection of new record menu items for migration, and the execution of the migration process itself. The migration is governed by the system propertysnsowmigration.itsmawmigrationtables, which specifies the tables eligible for migration.

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    Key Features

    • Active Records Migration: The migration utility only transfers active records from the New Record Menu Item [sysawnewmenuitem] table, ensuring no duplicates are created in Service Operations Workspace.
    • Identification Process: The utility identifies which new record menu items to migrate based on active records and avoids duplicating any existing items already configured in Service Operations Workspace.
    • JSON Object Creation: The utility creates JSON objects for each eligible record that detail the label, routing information, and conditions for the new record menu item.

    Key Outcomes

    Post-migration, customers can verify that the new record menus in Service Operations Workspace align with those from ITSM Agent Workspace, ensuring consistency and readiness for use. Additionally, customers have the flexibility to update the migrated new record menu settings to meet their specific operational requirements.

    Migration of the new record menu items from ITSM Agent Workspace to Service Operations Workspace for ITSM includes identifying the required tables, identifying new record menu items for migrations, and the migration process.

    System property

    sys_property: sn_sow_migration.itsm_aw_migration_tables

    Records corresponding to only these tables are migrated from ITSM Agent Workspace to Service Operations Workspace.

    Table used for migration

    New Record Menu Item [sys_aw_new_menu_item]: Contains the active records to migrate from ITSM Agent Workspace to Service Operations Workspace for ITSM.

    How the migration utility identifies new record menu items for migration

    The Service Operations Workspace migration utility identifies the new record menu items to migrate based on the following information:
    • Active records of ITSM Agent Workspace table specified by the New Record Menu Item [sys_aw_new_menu_item] table.
    • The records of a table already mentioned in the new record menu item configuration for Service Operations Workspace aren’t migrated to avoid duplicates.

    The utility migrates only a copy of an active record if duplicate active records are specified in the New Record Menu Item [sys_aw_new_menu_item] table.

    How the migration works

    The Service Operations Workspace migration utility uses the following sequence to migrate new record menu items from ITSM Agent Workspace to Service Operations Workspace for ITSM. All these actions are done by the utility.

    1. Searches for the current new record menu item configuration for Service Operations Workspace.

      Queries the UX Page Property [sys_ux_page_property] table for the following:

      • Service Operations Workspace page (aa881cad73c4301045216238edf6a716 is the sysId for Service Operations Workspace page record).
      • chrome_tab (Name for UX page property record that stores a new record menu item for Service Operations Workspace)
    2. Uses the record obtained from Step 1 to search for tables that are already part of the new record menu item for Service Operations Workspace.
    3. Ignores the existing tables during migration to avoid duplicates.
    4. Searches the records of the New Record Menu Item [sys_aw_new_menu_item] table whose field values are set as follows:
      • active is true
      • workspace is Agent Workspace
      • table is one of sn_sow_migration.itsm_aw_migration_tables.

      For each record, if the table name isn’t a part of existing tables and if the same table name isn’t processed earlier, then the migration utility creates a JSON object.

    5. Creates a JSON object that contains data corresponding to each record as follows:
      { 
                    "label": { 
                        "translatable": true, 
                        "message": "New " + tableLabel 
                    }, 
                    "routeInfo": { 
                        "route": "record", 
                        "fields": { 
                            "table": table, 
                            "sysId": "-1" 
                        }, 
                        "multiInstField": "sysId" 
                    }, 
                    "condition": { 
                        "tableDescription": { 
                            "table": table, 
                            "canCreate": true 
                        } 
                    } 
};
    6. Adds the code to the existing chrome_tab JSON value for the new record menu.